CX Technology Engineer Senior

The St. Louis Support Services Division for Enterprise Mobility currently has an exciting opportunity for a CX Technology EngineerSenior!

ABOUT THE ROLE

The Senior CX Technology Engineer designs develops implements andmaintainscontact center communication systemsnetworksand data. This position serves as a subject matter expert for the team andis responsible formultiple technical areas including monitoring and maintenance of the systems network design and engineering on hosted platforms. This position also advises on cloud technology strategy supporting the analysis and development process fornew technologyor changes in the environment.

We offer a robustBenefits Packageincluding but not limited to:

• Paid Time Off

• Health Dental Vision insurance; Life Insurance; Prescription coverage (employees scheduled for 30 hours)

• Employee discounts on car rentals car purchases and much more!

• 401(k) retirement plan with company match and profit sharing

• Educational Assistance (full time - 40 hours only)

ABOUT THE JOB

Thisfull-timeposition will be in person based out of our offices in Weldon Spring MarylandHeightsand Corporate Campus (Clayton) locations with the opportunity toworka hybrid schedule after90 days. This role has a scheduleofMonday-Friday with a start time ranging from 7:00am-8:00am CST.The compensation range for this role is $85400-$104600/yr.

ABOUT THE TEAM

Enterprise Mobilitys Support Services teamsare responsible forGlobal Call Center Operations Replacement Rental Services Support Information Management Customer Service Metric Programs North American Roadside Assistance Sales Support Small Business Programs and Technical Support Helpdesks.This team consists of over 4000 customer service professionals supportstaffand management around the globe in 15 different countries with 70 million customer contacts handled annually.

• Lead the collaboration with stakeholders to gather requirementsdevelopand perform the installation testing modification/repair and maintenance of cloud communication software;determineschedulesmonitorprogressand track completion
• Monitor andmaintainthe performance and privacy/security of communication networks
• Collaborate with essential team members to understand contact center operations and technologies
• Diagnose issues determineappropriate resolutionpathand serve as technical consultant toidentifyneeds;determineand recommend preferredsolutionsto stakeholders and provide cost estimate
• Serve as a technical escalation point collaborating with vendors to resolve issuesmonitortheir performance andrecommend improvements to system design or support
• Partner with internal teams to gather requirements provide senior level support make recommendations based on customer needs and deploy solutions
• Establish and maintain processes that support new technology deployments incorporating industry best practices and emerging telecommunications trends while providing knowledge transfer to the team
• Develop and complete project tasks within budget and meet with stakeholders to ensure projects are on schedule and milestones are being met
• Develop andmaintaintechnical design specifications business continuity disaster recoveryplansand support documentation
• Analyze system usage developefficienciesin automation/toolsandidentifycost savings opportunities
• Provide support and leadership to junior team membersassistingwith problem solving and skill building

• Must live in the state of Missouri and the St. Louis and surrounding area

• Mustbe authorized towork in the United States and not require work authorization sponsorship by our company for this position now or in the future

• Engineering industry standard certification (e.g. CCNP AWS Certified CloudPractioner Professional)

• 3yearsexperiencedesigning implementing andmaintainingtelecommunications systems

• 3years experiencewith local andlong distancecarriers contact center telephony systems interactive voice response computer/telephony integration (VoIP) disaster recovery development telephonyhardwareand related products

• 2years Experienceas a CX Technology Engineer

• 2years experienceutilizingCI/CDpipelinesandcoding languages (i.e.TypeScriptPythonnodeJSSQLetc.) to supportcloud basedtelecommunication systems

Preferred:

• Interactive Voice Response Intelligent Virtual Agent Artificial Intelligence Natural Language recognition experience preferred

• Hands-on experience with Amazon Connect configuration administrationpreferred

• Proficiencyin AWS services: Lambda S3 DynamoDBCloudwatch Lex etc.preferred

• Exposure to testing tools and methodologies for cloud-based contact centerspreferred

• Knowledge of global routing regulations preferred

*Enterprise reserves the right to verify that your internet meets or exceeds our work from home requirements